Customer Service Officer
Job Summary
As a Customer Relations Associate, your role is pivotal in shaping a positive and enriching experience for both internal and external customers. You will serve as a key touch point, handling customer service inquiries and ensuring administrative efficiency. Additionally, you will be responsible for team collaboration and maintaining a safe and conducive learning environment for students.
Responsibilities
- Handle customer inquiries across multiple channels
- Maintain high levels of customer satisfaction and rapport
- Manage administrative tasks and fee processing
- Ensure centre safety and operational efficiency
- Provide support to teaching staff
Required Skills
- At least 1 year customer service experience
- Proficient in MS Office (Word & Excel)
- Strong interpersonal and communication skills
- Ability to work weekends and specific shift hours
- Minimum GCE 'O' Level/NITEC/Diploma/Degree
Job Details
Key Responsibilities:
Customer Service:
- Attend to customer inquiries via walk-in, chat, phone and email in a promptly and proactive manner.
- Understand the customers’ needs and maintain a continuous high level of customer service delivery and satisfaction.
- Create a warm and high quality customer service experience.
- Establish rapport and build good relationships with the customers.
- Work closely with other departments to meet customer needs and enhance service quality.
- Training will be provided to acquire knowledge of the programmes, services and operation process.
Administration:
- Keep detailed and accurate records of customer interactions, transactions, and documentation.
- Process monthly fee payments into the system.
- Provide support to teachers.
- Ensure the safety and well-being of all students at the Centre.
- Ensure smooth operation at centre daily.
- Any other ad-hoc projects or assignments which might be assigned from time to time.
Requirements & Skills:
- Be able to work 4 weekdays (1.15pm - 9.45pm), and 1 weekend (8.15am - 6.45pm)
- GCE ‘O’ Level, NITEC Certificate, Diploma, or Degree in any field
- Proficient in MS Office (Word and Excel)
- At least 1 year of customer service-related working experience
- Strong customer-focused personality and mind-set
- Pleasant and cheerful disposition
- Excellent interpersonal communication skills
Benefits:
- Variable bonus
- Medical, Dental & Hospitalisation/Surgery benefits
- Structured career & salary progression
- Wide range of staff awards (long service, best rookie, most innovative etc)
- Attractive staff discounts for MS programmes
- MS Gifts to Staff (Birthday, CNY, Teachers' Day, etc)
- Employee Health Programme (In partnership with HPB)
- Waiver of fees for MS programmes (for MS staff serving at least 5 years)
- Free public speaking training (Mind Stretcher Toastmasters)
- On-the-job training & Structured Training
- Free Staff Welfare events (D&D, CNY celebrations, Staff Bonding etc)
- Monetary incentives for Teachers & Sales Staff
- Corporate Discounts (Telcos, Computer & Peripherals, Hotel)
- Staff/ Student Referral Incentive Scheme